{"id":1454,"date":"2016-05-31T01:01:35","date_gmt":"2016-05-30T22:01:35","guid":{"rendered":"https:\/\/servicecheck.dive-group.com\/?p=1454"},"modified":"2025-03-19T11:12:17","modified_gmt":"2025-03-19T09:12:17","slug":"nustokite-maitinti-marketingo-monstra-geras-klientu-aptarnavimas-gali-tapti-geriausia-jusu-marketingo-strategija","status":"publish","type":"post","link":"https:\/\/servicecheck.ee\/lt\/nustokite-maitinti-marketingo-monstra-geras-klientu-aptarnavimas-gali-tapti-geriausia-jusu-marketingo-strategija\/","title":{"rendered":"Nustokite \u201cmaitinti marketingo monstr\u0105\u201d – geras klient\u0173 aptarnavimas gali tapti geriausia J\u016bs\u0173 marketingo strategija"},"content":{"rendered":"

 <\/p>\n

Mes visi \u017einome marketingo gali\u0105, o daugelis \u012fmoni\u0173 didel\u0119 biud\u017eeto dal\u012f paskiria b\u016btent marketingo strategijai kurti ir vykdyti. Puiki marketingo strategij\u0105 padeda i\u0161ry\u0161kinti J\u016bs\u0173 \u012fmon\u0117s identitet\u0105, prekin\u012f \u017eenkl\u0105, pritraukia naujus klientus, bet neb\u016btinai padeda klientus i\u0161laikyti.<\/p>\n

Ir i\u0161 viso, kad yra gera marketingo strategija? Daugelis \u0161ios srities profesional\u0173 atsakyt\u0173, kad tai yra puik\u016bs santykiai tarp \u012fmon\u0117s ir klient\u0173. O jeigu paklaustum\u0117te, kas yra J\u016bs\u0173 kompanijos balsas \u2013 grei\u010diausiai, tai yra pardavimuose dirbantys \u017emon\u0117s, reprezentuojantys J\u016bs\u0173 prekes ir paslaugas.<\/p>\n

Pa\u017evelkime \u012f faktus: nesena Adobe ataskaita<\/a> atskleid\u0117, kad did\u017eioji dalis ma\u017emenin\u0117s prekybos atstov\u0173 78 % savo marketingo biud\u017eeto skiria reklamai, kai tuo tarpu 41 % j\u0173 pajam\u0173 generuoja jau egzistuojantys klientai ir tik 8 % atkeliauja i\u0161 nauj\u0173 atsitiktinai \u012f internetin\u012f puslap\u012f u\u017eklydusi\u0173 lankytoj\u0173. Vadovaujantis \u0161ia statistika, Europoje ma\u017emenine prekyba u\u017esiimantys verslininkai turi \u012fgyti septynis naujus klientus, kad \u0161ie atstot\u0173 egzistuojan\u010dio kliento pasikartojan\u010dius pirkimus.<\/p>\n

Pabandykime \u012fsivaizduoti, kas nutikt\u0173, jeigu daugiau investuotume \u012f jau egzistuojan\u010dius klientus, u\u017euot beatodairi\u0161kai steng\u0119si \u012fgyti vis nauj\u0173 klient\u0173?<\/p>\n

\"Picture1\"<\/a><\/p>\n

\u0160iais internetinio apsipirkin\u0117jimo ir savitarnos laikais kontaktas su gyvu \u017emogumi yra tai, kas yra \u012fsimintina ir apie k\u0105 J\u016bs\u0173 klientai yra link\u0119 pasakoti kitiems. I\u0161 marketingo perspektyvos, s\u0117kmingos s\u0105veikos su klientu poveikis yra itin reik\u0161mingas. Nesvarbu, kiek geras J\u016bs\u0173 produkto dizainas, paslaug\u0173 kokyb\u0117 ar kokie viliojantys beb\u016bt\u0173 J\u016bs\u0173 kain\u0173 pasi\u016blymai \u2013 niekas neatpirks prasto klient\u0173 aptarnavimo.<\/p>\n

Kuo didesnis neatitikimas, tarp to, kaip oficialioje komunikacijoje save pristato, ir to, kaip Jus reprezentuoja J\u016bs\u0173 darbuotojai, tuo didesnis bus J\u016bs\u0173 klient\u0173 nusivylimas. Kaip teigia reklamos guru David Ogilvy: \u201cklientas n\u0117ra kvailys, tai J\u016bs\u0173 \u017emona\u201d.<\/p>\n

Siekiant u\u017esitikrinti, kad J\u016bs\u0173 darbuotojai deleguoja J\u016bs\u0173 klientams tai, k\u0105 \u017eada J\u016bs\u0173 marketingo meistrai, reikia skirti \u0161iek tiek l\u0117\u0161\u0173 ir laiko klient\u0173 aptarnavimo kokyb\u0117s gerinimui<\/a>. Nuosekl\u016bs mokymai J\u016bs\u0173 darbuotojams, kou\u010dingas personalo vadovams ir slapt\u0173 pirk\u0117j\u0173 tyrimai<\/a> yra J\u016bs\u0173 raktas \u012f s\u0117km\u0119 siekiant subalansuoti \u012fmon\u0117s marketingo biud\u017eet\u0105 ir i\u0161laikyti maksimal\u0173 J\u016bs\u0173 klient\u0173 pasitenkinimo lyg\u012f J\u016bs\u0173 aptarnavimu ar teikiamomis paslaugomis.<\/p>\n

\u0160iuolaikin\u0117je SoMoLo (Social, Mobile, Local) aplinkoje labai tik\u0117tina, kad J\u016bs\u0173 klientai bus pro-aktyv\u016bs ir patys padarys mini tyrim\u0105 apie J\u016bs\u0173 kompanijos veikl\u0105 dar prie\u0161 \u012fvykstant J\u016bs\u0173 pirmam kontaktui su jais. Ir Taigi, J\u016bs turite tik vien\u0105 vienintel\u012f \u0161ans\u0105 palikti ger\u0105 pirm\u0105j\u012f \u012fsp\u016bd\u012f.<\/p>\n

Starbucks yra vienas puikiausi\u0173 pavyzd\u017ei\u0173, kaip galima sustiprinti savo prekin\u012f \u017eenkl\u0105 skiriant atitinkam\u0105 d\u0117mes\u012f klient\u0173 aptarnavimui. Janet Bailey, Starbucks klient\u0173 aptarnavimo skyriaus vadov\u0117, pataria susitelkti ties unikaliu ir personifikuotu kliento patyrimu: \u201cD\u0117mesys ma\u017eoms smulkmenoms siun\u010dia svarbi\u0105 \u017eini\u0105: kad J\u016bs tikrai vertinate ir r\u016bpinat\u0117s savo klientais.\u201d<\/p>\n

Gera marketingo strategija gali Jums pad\u0117ti \u012fgyti nauj\u0173 klient\u0173, bet jeigu nesir\u016bpinate u\u017etikrinti ger\u0105 klient\u0173 patyrim\u0105, t\u0117ra tik laiko klausimas, kaip ilgai Jums pavyks klientus i\u0161laikyti. Tereikia perskai\u010diuoti naujo kliento \u012fgijimo kain\u0105 ir palyginti su verte kuri\u0105 J\u016bs\u0173 kompanijai atne\u0161a vienas lojalus klientas, ir suprasite, kad lojalaus kliento atne\u0161ama vert\u0117 yra nelyginamai didesn\u0117. Tad Jums kainuoja pigiau investuoti \u012f jau esam\u0173 klient\u0173 i\u0161laikym\u0105, negu kliautis vien tik nauj\u0173 klient\u0173 paie\u0161komis. Verta subalansuoti \u012fmon\u0117s biud\u017eet\u0105, kad pakankamas d\u0117mesys b\u016bt\u0173 skiriamas ne tik marketingo strategijos \u012fgyvendinimui, bet ir klient\u0173 aptarnavimo kokyb\u0117s gerinimui.<\/p>\n

Kas nutikt\u0173, jeigu visos kompanijos dirbt\u0173 taip pat sunkiai siekdamos i\u0161laikyti savo klientus, kiek jos \u012fdeda pastang\u0173 siekdamos surasti nauj\u0173 klient\u0173?<\/p>\n

Pagal anks\u010diau min\u0117t\u0105 Adobe atlikt\u0105 tyrim\u0105, 1 % pirk\u0117j\u0173, kurie pakartotinai apsilanko J\u016bs\u0173 parduotuv\u0117je 10 % padidina J\u016bs\u0173 peln\u0105. Kitaip tariant, jeigu \u012f klient\u0173 patyrim\u0105 investuosite bent tiek, kad pas Jus pakartotinai apsilankyt\u0173 10 % klient\u0173, tai gali pad\u0117ti padvigubinti J\u016bs\u0173 peln\u0105.<\/p>\n

Taigi, gal verta nepervertinti marketingo strategijos reik\u0161m\u0117s, bet skirti daugiau d\u0117mesio klient\u0173 aptarnavimo skyriui vystyti! Pagalvokite, k\u0105 \u0161ie \u017emon\u0117s gal\u0117t\u0173 nuveikti d\u0117l J\u016bs\u0173 kompanijos, jeigu 80% marketingui skiriamo biud\u017eeto investuotum\u0117te \u012f juos?<\/p>\n","protected":false},"excerpt":{"rendered":"

  Mes visi \u017einome marketingo gali\u0105, o daugelis \u012fmoni\u0173 didel\u0119 biud\u017eeto dal\u012f paskiria b\u016btent marketingo strategijai kurti ir vykdyti. Puiki marketingo strategij\u0105 padeda i\u0161ry\u0161kinti J\u016bs\u0173 \u012fmon\u0117s identitet\u0105, prekin\u012f \u017eenkl\u0105, pritraukia naujus klientus, bet neb\u016btinai padeda klientus i\u0161laikyti. Ir i\u0161 viso, kad yra gera marketingo strategija? Daugelis \u0161ios srities profesional\u0173 atsakyt\u0173,…<\/p>\n","protected":false},"author":1,"featured_media":1203,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_crdt_document":"","footnotes":""},"categories":[10],"tags":[],"class_list":["post-1454","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-service-check-lt"],"yoast_head":"\nNustokite \u201cmaitinti marketingo monstr\u0105\u201d - geras klient\u0173 aptarnavimas gali tapti geriausia J\u016bs\u0173 marketingo strategija - Service Check - Mystery Shopping<\/title>\n<meta name=\"description\" content=\"  Mes visi \u017einome marketingo gali\u0105, o daugelis \u012fmoni\u0173 didel\u0119 biud\u017eeto dal\u012f paskiria b\u016btent marketingo strategijai kurti ir vykdyti. 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